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Staff Not reading Help Tickets properly

 
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Roy VIP Club Member

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PostPosted: Sat Feb 18, 2017 10:46 am    Post subject: Staff Not reading Help Tickets properly Reply with quote

My partner's account was disabled due to his catalog for a non-existant issue.

(I will not go into more details unless it is needed here)

He has been going back and forth with staff, but they do not seem to be reading the tickets properly and have taken anywhere from 3-7 days to respond to his emails.

I would like if this issue could be escalated.

He did file a ticket too the number is 13183383 .
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Roy VIP Club Member

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PostPosted: Sat Feb 18, 2017 11:50 am    Post subject: Reply with quote

He made a new ticket since IMVU closed the old one

the new ticket is here: 13206613

it has all of the info he needed to add
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TonyTitan VIP Club Member 18+ Age Verified

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PostPosted: Sat Feb 18, 2017 3:32 pm    Post subject: Reply with quote

Have him request that his case be escalated to a Supervisor/Manager.

From what I've heard....Their decision would be final. So if they rule against your partner, whatever punishment they dished out to him will remain.
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CountVladDracula 18+ Age Verified

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PostPosted: Sat Feb 18, 2017 11:41 pm    Post subject: Reply with quote

This has been an on-going problem. It's like they skim the tickets and skim them poorly. I dealt with this when I found several songs I had purchased no longer played and I would get a message " Song not available in your territory." And for months of trying to get through to them I would get replies explaining what "Outside your territory" means and at one point asking me to update the client to the latest version.
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PostPosted: Sun Feb 19, 2017 2:22 pm    Post subject: Reply with quote

CountVladDracula wrote:
This has been an on-going problem. It's like they skim the tickets and skim them poorly.



There is no denying that.....that's for sure. But I guess if we were doing what those CS agents were doing, day after day....and reading the same issues over and over....(I was hacked, where are my credits, so and so called me a bad name, I lost my account for no reason).....we'd probably start skimming the words too. Laughing
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Jibrielle 18+ Age Verified

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PostPosted: Mon Feb 20, 2017 5:30 am    Post subject: Reply with quote

It took me three months to get something sorted out because of CS not reading properly and refusing to escalate to a supervisor. Your best bet is to file multiple tickets and hope you get one person who can do their job. I've always told people never to file multiple tickets, but lately you have to. It's the only way I got my issue resolved, otherwise I'd still be going back and forth with a moron.

The funny thing is, in the very beginning of my ticket, I wrote: WARNING! Please read my ticket thoroughly before responding. If you are incapable of reading my ticket, please pass this to someone who can.

They still gave me an irrelevant reply, lol.
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PostPosted: Mon Feb 20, 2017 1:58 pm    Post subject: Reply with quote

Jibrielle wrote:
I've always told people never to file multiple tickets, but lately you have to. It's the only way I got my issue resolved, otherwise I'd still be going back and forth with a moron.



This is exactly how I approach CS. As soon I smell I am dealing with a person who not capable or just for starting their reply with “Hi xRandomNameNotMinexx”, which seriously happened, I start a new ticket.
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